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Thames Reach Feedback and Complaints


We aim for everything we do to be consistent with our values, but acknowledge that we don’t always get everything right. We see feedback and complaints as opportunities to improve services.

For general feedback and complaints please contact

You can also speak to someone in the team that is supporting you, you can phone 020 3617 6070 or write to us at the Employment Academy, 29 Peckham Road, Camberwell, London SE5 8UA. 

For fundraising complaints, please visit our fundraising complaints page. 

You can read more about our complaints process in this leaflet 

There is a separate leaflet for residents of our Robertson Street hostel, where Thames Reach Housing is the landlord. 

The Housing Ombudsman 

Thames Reach is a member of the Housing Ombudsman’s Scheme and complies with their complaint handling code, updated in April 2024. The code represents best practice in complaint handling. Read our self-assessment against the code. 

Residents at Robertson Street hostel, where Thames Reach Housing is the landlord, can contact the Housing Ombudsman if the Thames Reach complaint process has been completed and the issues have not been resolved or if we are not responding to a complaint you have made to us. Find out more about contacting the Housing Ombudsman.